Onscreen Huntgroup Status

[Repaja]

Hya all,

One again I seem to be in need of your expert assistance.

In the past I've had sales guys talk my ear off on what there applications can do time and time again only to get my hands on it and find it can't actually do what they said the way they said it, its always been 90% true what they said.

Now I don't know what the best solution for this is but hoping you'll be able to help.

We have a helpdesk that supports 3 different products, each in 4 languages... 12 hunt groups.

We're looking for a bit of software that'll run on there local PCs and basically give you details on the status of each hunt group (length, time, voicemail), and preferably the other agents on the helpdesk (busy, free, DND).

I was looking through the licenses we have in some of our older sites and came across eBLF from about 7 years ago which looks like the right time of thing.

http://support.avaya.com/elmodocs2/ip_office/40DHB0002USAT_5a.pdf

Any know if there is a more current version of this?

Thanks

 

[HairySupportMonkey]

Softconsole will provide you that level of information. speak to your partner about a softconsole licence.

 

[tlpeter]

But for 12 group you have a problem
You could look for CCR
It is web based and an agent will have queue statistics of every group he or she is member of
Then you also have reports like a call center should have

ACS - Implement IP Office
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[HairySupportMonkey]

indeed.... CCC / CCR might only be the way forward....

starts getting expensive.....

 

[tlpeter]

Like women are
Eblf is a license that comes with softconsole
blf is busy lamp field and is basic in softconsole and phone manager
Phone manager pro can only give you queue stats for 2 groups
Softconsole can do 8 but is limited to max 4 consoles

ACS - Implement IP Office
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[robboardman]

install delta server on your voicemail machine, create a user for remote access something like c:\program files\avaya\ip offiece\ccc\delta server\httpadminuser.exe

then look at the delta server and create a hiperlink to the relvent pages for your huntgoups

Regards

Robb

 

[Repaja]

Hi,

Looked at Softconsole, looked great... but only 4 agents is no where near enough. As tlpeter covered, Phone Manager falls to the same flaws... The one-X Portal looked good as well but focuses on users, not hunt groups.

Delta server, thanks Robb that looks interesting.
Being 'free', definitely attractive just a shame it looks horrid! I've got it setup and we'll see if they'll at least keep them happy until they are ready to invest.

CCC/CCR looks like the only proper solution... but from what I've been reading it doesn't tick all the boxes.
Would I be right is saying it is purely output so you can see what's happening but you couldn't for example click on a hunt group from it to pick up the call waiting on the hunt on your phone?
Still, I think its a good step forward on what we have at the moment.

 

[tlpeter]

Indeed you can only see what happens
you can not just pick a call from a group's queue
The call in front of the queue will be ringing an available phone

Take a look here to compare CCC and CCR

http://marketingtools.avaya.com/knowledgebase

ACS - Implement IP Office
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!